Click SAP Sales app is not accessible (Short description) to open the incident page.

Click the information icon of the Caller field.

The Caller page is displayed but it is not the user Mobile view.

Press Return twice to return to the incident page.

Click the second avatar (for ITIL user) to open the user page.

Click More details.

The user page incorrectly uses the Mobile view.

On the Mobile browser UI:

Access the mobile UI (https://<instancename>.service-now.com/$m.do).

Navigate to Incident > Active and open INC0000055.

Click the information icon of the Caller field.

Note that the first field is User ID.

The Caller page does not honor the Mobile view.

Workaround

This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.